Customer Service Supervisor (Assistant Manager) - (00166) SafeNet Inc.
THIS JOB HAS EXPIRED Description
Supervises the execution of all tasks/functions which comprise the day-to-day duties of an assigned team of Customer Service Representatives/Sr. Customer Service Representatives. Responsible for employment related questions/recommendations within regional team in addition to establishing performance appraisals for approval, and recommendations on salary. Supervises Customer Service team to support and maximize the Customer Experience and actively lead activities around Order Processing, Customer/Account management and Communications, and Return and Warranty RMA activities. Responsible for leading the team to meet assigned goals and metric. Assists in creation/maintenance of documentation of all Customer Service policies, processes and procedures. Executes the training of new team members. Acts as Customer Service Department Lead/Project Manager on assigned projects. Works with management to ensure smooth, timely implementation of all new programs, products, software applications and software upgrades including execution of testing, creation of training materials and training delivery.
High School or equivalent degree required.
Bachelor's degree preferred. Equivalent combination of work experience and coursework acceptable.
3+ years of data entry and customer support experience
1+ years of prior leadership experience
Prefer Customer Service background with experience in a technical/ SW security based company
-Acquire and maintain a thorough, detailed knowledge of the company?s products, business operations and department structures.
-Ability to organize and plan, assign tasks, monitor performance and provide feedback/guidance to team members on quality of work performed.
-Solid critical thinking and analytical skills.
-Very strong organizational skills; ability to set priorities, maintain a heavy workload and remain organized.
-Effective interpersonal skills. Ability to work cooperatively with, and manage, diverse teams under stressful circumstances.
-Excellent oral/written communication skills.
-Ability to communicate at multiple levels from direct reports to Executives. Communication to various departments including but not limited to External Customers, Sales personnel, Program managers, Finance, Trade Compliance, Fulfillment, Supply Chain, etc.
-Experience/proficiency in various systems, including Microsoft Office Suite, ERP Systems (Oracle preferred), Licensing systems, Sales Support (Sales Force Dot Com preferred) and the ability to troubleshoot basic processes within them.
-High energy level, high degree of self-motivation and practiced ability to work with varying degrees of direct supervision.
-Ability to work calmly, maintain a professional demeanor and produce results under pressure.
-Recognize and identify key gaps in process or system, ability to report issues and recommend potential resolutions
-Participates in the development of goals and objectives; makes recommendations for changes and improvements and participates in the implementation to existing standards, policies and procedures.
-Ability to inspire team members
Essential Duties & Responsibilities include, but are not limited to the following:
? Supervise activities of staff (i.e. recommends hiring, trains, coaches, appraises, rewards, motivates, documents, disciplines, recommends termination as necessary, etc.).
? Manages the performance of assigned team of Customer Service Representatives who execute the following tasks:
a. Receipt, clean-up and data entry of Customer orders in all computer systems required to support the product ? entry within 1 business day of receipt, with highest possible accuracy
b. Tracking of orders from data entry through delivery, providing proactive updates to the Customer, the Sales team and SafeNet management.
c. Leading Customers through return and replacement processes, executing all associated data entry
d. Processing of demonstration, evaluation, material withdrawal, inventory transfer and other administrative orders
e. Responding to and resolving all inquiries in a professional, quality and timely fashion
f. Research and resolution of escalated issues
? Resolves post-sales customer problems and collaborates with other departments, as necessary, to expedite the resolution of problems. Acts as first-level supervisor and is responsible for resolving all escalations as well as handling detailed line-level transactions for some of the largest or most valued customer accounts.
? Executes work required to satisfy projects and monitors department progress against project completion. Tests new features/functions/versions of computer software and company products. Documents changes.
? Creates and delivers training.
? Other duties as assigned.
What it's like to work at SafeNet
SafeNet is an Equal Opportunity Employer committed to hiring and retaining a diverse workforce while maintaining an alcohol and drug-free workplace. U.S. Citizenship is required for most positions. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
Primary Location: US-Maryland
Job: Customer Support
Organization: Customer Care - 62002
||Belcamp, MD |
THIS JOB HAS EXPIRED